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Support desk as a 3rd party

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James Burt

Gepostet 07. Juli 2021

We are a 3rd party for our clients and act as support desk for them.
Typical cases can flow like this:

customer buys something, contacts us, we contact our client, get their response and update the customer.
the customer and client are never included together in email conversation.
We need the conversation private between both parties but under 1 support ticket.

Does zendesk support this process?

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    Hubert C

    Hello Jamie, 

    I think our side conversation functionality will work for your workflow that you are trying to accomplish.

    Please refer to article Using side conversations in tickets and Using side conversation child tickets for more information.

     

     

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